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Skills

  • Payment management
  • Insurance policy review
  • Training material development
  • Personable
  • Interpersonal communication skills
  • Claims analysis
  • Risk management processes and analysis
  • Computer literate
  • Active Data Online
  • Cash handling and management

Work Experiences

  • Review the delivery reliability report on a weekly basis.
  • Looked for sources of specialized products and services to meet the needs of my customers.
  • Recommendation
  • Entered customer interaction details into ServiceNow to track requests, document problems, and record solutions offered.
  • Identified
  • Kept track of everything.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Helped to increase sales by 8% in 2024 by improving lead generation and sales tracking methods.
  • Provided customers with information about product quality, value, and style.
  • Enter any customer requests into the system in order to complete the task.

Summaries

  • Customer Service Representative with experience working in a variety of standard and customer service environments.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate metric systems is one of my specialties.
  • Great phone skills and framework talents have a proven track record of increasing productivity and customer satisfaction.
  • With creative and knowledgeable solutions, a diligent Customer Experience professional has been successful in satisfying all types of customers.
  • Using service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty, be able to improve customer experiences.
  • Looking to advance in a dedicated career as a Customer Service Executive.
  • Motivated to confront technical issues head-on, develop proactive solutions, and quickly implement corrections.
  • Good payment processing and sales skills demonstrated in Customer Service environments for 18+ years.
  • Deadline-driven
  • Service-oriented team player with a track record of providing high-quality support in the Customer Service for 7 years.

Accomplishments

  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Collaborated with team of 7 in the development of category.
  • Mentored a team of 14, optimizing team performance and improving first-contact resolution by 54%.
  • Achieved Top Performer, consistently resolving complex cases in less than 8 minutes on average, surpassing department benchmarks.
  • Utilized Microsoft Excel, reducing system downtime and improving customer accessibility, resulting in a 34% improvement in overall NPS score.
  • Implemented proactive follow-up strategies that reduced customer churn by 64% and enhanced retention rates.
  • Adhered to SLA targets under high-volume conditions, consistently exceeding 77% on-time resolution benchmarks.
  • Increased sales 6% over the past year.
  • Resolved escalated technical issues for 9+ clients daily, leading to a department-wide 69% increase in positive feedback.
  • Procedure for managing Workday implementation, which improved internal and external communication channels and decreased customer response delays by 47%.

Affiliations

  • Rotary International
  • Project Management Institute
  • National Association of Social Workers
  • Toastmasters
  • American Society of Safety Professionals
  • Global Contact Center Association
  • Freemason
  • International Association of Administrative Professionals
  • International Customer Service Association (ICSA)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Advanced Social Media Customer Service Certification
  • Certified Business Relationship Manager (CBRM) - Harbor & Co.
  • Customer Service Professional Certificate
  • Certified Professional Customer Service (CPCS) Beacon Labs
  • Certified Data Analyst for Customer Service Professionals - Ironclad Systems
  • CompTIA Network+
  • Project Management Professional (PMP)
  • Customer Experience Management (CEM) Certification – Cedar Works
  • Microsoft Certified Systems Engineer (MCSE)
  • Apple Certified Associate (ACA)

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